Internet Connection Drops Intermittently

There is a really extensive problem with XFINITY internet and you are correct, EG, they are not communicating publicly with their customers about this. 

My issue was resolved after FORTY SEVEN HOURS spent by me with XFINITY's "customer support" chat & phone centers. They are a complete & total nightmare. When you finally get through to someone they start at the beginning of their troubleshooting checklist. Never mind if you've JUST been through the steps with the XFINITY "Assistant" app *and* with multiple agents already. This happens over and over and over and over and no agent will ever escalate you to a supervisor, no matter how many times you ask. I've concluded they must get dinged in their job performance evaluations if they ever pass along a call. 

My internet issues started immediately after an area-wide outage that an XFINITY agent told me was probably due to XFINITY 'laying new fiber in your area.' After ** eight years ** of basically totally stable internet, my internet started dropping every 1-4 minutes. I'm a consultant and work from home and it cost me A LOT of income and I've lost some clients because I couldn't even remain on a Zoom or Teams meeting for more than a couple minutes for weeks.

It was a total nightmare. An XFINITY tech came out, the timing was a big inconvenience for me but okay ... and the minute he walked in he said oh! I see your problem, you're using your own equipment! And that was it. He didn't check the line coming into the house, nothing. But he did show me on his XFINITY tech app that it showed my modem had been disabled. He asked when I'd disabled it, and I said I had *never* disabled. it. Some guy later called me from "corporate" and it was a very weird phone call. He asked for my modem's MAC number (or whatever it's called) and after I read it off to him my internet suddenly started working. I asked what he did and he said oh nothing. Acted like it was just coincidental. Then my internet was great and stable -- for ONE DAY. Then the nightmare started all over again, XFINITY internet dropping every 1-4 minutes, total mayhem to my work... and I was back in the XFINITY "support" chat/call vortex.

FINALLY I cried UNCLE!!! And I drove to the nearest XFINITY store to just pick up their freaking equipment. Had to wait 30 minutes in the store to see an agent there, and they were empathetic and said to just contact them in the future. I told them I was losing my mind dealing with the XFINITY call/chat support. 

Set up the modem, then no internet at all. Another THREE HOURS with XFINITY "support" trying to get it fixed. The offshored agents just make stuff up. They said oh! it's your electricity, it's cutting out! (it wasn't, the lights never flickered even on the new modem, etc). FINALLY after three-plus hours, got to an agent who said they were in the Philippines & claimed to be a supervisor. After much time, and once I added a man (my brother) into the call ... they finally said they were "sending through a signal" on the internet line "that only the supervisors can do" ... and ten minutes later the modem started working and the internet has been steady ever since. (you apparently need a man to be talking to these people, there seems to be sexism going on for sure)

Who knows what actually happened to fix the connection. It was entirely an XFINITY line issue. But ... XFINITY has all the power in all of this, they can say whatever they want to show they don't have a problem, but they do.

Today I talked to a friend who lives 20 miles away... about other stuff in our lives, and out of the blue she started complaining that her XFINITY internet has been so bad the past weeks that she can no longer work from home. Said she can't deal with the call & chat agents, can't get anywhere with them.

Comcast/XFINITY needs to come clean with the issues going on everywhere with their equipment.

(and now an Comcast/XFINITY employee will delete this post, saying it's a "rant" -- watch it!) 

The problem was solved. The tech came out to my house and tested my lines and my signal quality was great. The problem was my cable modem (Netgear CM700) which was about 5 years old and only a DOCSIS 3.0. I purchased a new cable modem (Motorola B12) from Amazon and have had no issues for the past 4 days.

Good evening @user_fqopy6! It is important to us to get your services working as they should be. I also work from home depend on my internet too. We regret to hear it took multiple attempts to resolve this issue. It should have been resolved within the first tech appointment. We are glad to hear your services are back online and would like to forward your feedback about this experience. Could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 - An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.